Open AccessThe Role of Customer Satisfaction in Mediation the Effect of Customer Relationship Management on Customer Loyalty (Study at Ramayana Bali Department Store Denpasar)
Author(s) -
Kadek Dian Nita Grihani,
Ni Made Wulandari Kusumadewi
Publication year - 2021
Publication title -
european journal of business and management research
Language(s) - English
Resource type - Journals
ISSN - 2507-1076
DOI - 10.24018/ejbmr.2021.6.6.1096
Subject(s) - leadership style , mediation , psychology , loyalty , marketing , population , work (physics) , loyalty business model , business , data collection , business administration , social psychology , sociology , engineering , service (business) , service quality , mechanical engineering , social science , demography
This study aims to analyze the effect of leadership style, work environment on employee retention with non-physical work environment as a moderating variable. The research design used is associative. The research was conducted at Ayodya Resort Bali. The population of this study was 501 employees with 84 employees as samples. The sample selection technique is proportional stratified. The data collection method used is Observation, Interview, Questionnaire and analyzed by Moderated Regression Analysis (MRA). The results show that leadership style has a positive and significant effect on employee retention, the better the leadership style applied by the company, the employee's desire to remain in the company will also increase. The non-physical work environment strengthens the influence of leadership style on employee retention, the better the leadership style supported by a good non-physical work environment, the employee's desire to remain in the company will increase. Companies must always pay attention to the relationship between employees and the relationship between employees and superiors so that they continue to run well and harmoniously.